Getting Started with Voice AI

Updated by Griffin Steinman

Getting Started with Voice AI

Voice AI is an intelligent call management system designed specifically for Managed Service Providers (MSPs). It automates phone call handling, enabling efficient after-hours support and first-line triage by collecting information, creating tickets (threads), and directing issues to the right teams — all without human intervention.

Introducing Voice AI

MSPs often experience high call volumes, especially after hours, leading to delayed responses and reduced customer satisfaction. Traditional solutions are often limited — they can route calls but lack the ability to intelligently triage or gather actionable information before escalation.

Voice AI solves these problems by using conversational AI to handle calls autonomously. It listens, understands, and responds naturally to callers, allowing your support teams to focus on higher-value work.

By implementing Voice AI, MSPs can:

  • Improve response times
  • Reduce operational costs
  • Enhance customer satisfaction
  • Maintain 24/7 availability without additional staffing

What is Voice AI?

Voice AI is built to integrate seamlessly into your existing operations. Once connected to your phone system, it:

  • Answers calls automatically
  • Triages the reason for the call
  • Creates tickets in your PSA
  • Routes calls or escalates issues to the correct technician or department

This ensures that every customer call is logged, tracked, and handled efficiently, whether during business hours or after hours.

How Does it Work?

Voice AI is compatible with any existing VOIP system. Once configured, your main number will simply forward calls to the number provided by Thread, where Voice AI takes over.

Attendant

  1. All incoming calls are automatically answered by the Voice AI.
  2. Depending on your selection, it will either list out your configured menu options, or directly begin going through its normal flow.
  3. The AI determines whether the call relates to a new or existing thread, attempts to resolve the issue, or hands off to a technician.
  4. If it attempts to hand off to a technician, the call will be forwarded to your helpdesk line, or whatever phone number you have configured it to route to.
  5. From here, one of two things can happen:
    1. The technician answers, and the customer is patched through to the technician
      1. The tehcnician is automatically assigned to the request.
    2. The technician does not answer, and the customer is routed to the overflow agent

Overflow

  1. Once the customer is routed to the overflow agent, the agent will follow its configured instructions based on the prompting you configure.
  2. It will ask additional information, assess the impact an urgency, and then add all of that info to the ticket.
  3. Once completed, the call will end, and the ticket will be ready to be picked up.

After Hours

Business Hours are configured in the Thread Admin Panel under Messenger -> Hours. These are the hours the agent will follow.

If a call comes in after hours, the Voice AI Agent will automatically begin to follow its after hours instructions.

  1. The Voice AI Agent will either map the caller to an existing contact, or use the default company and contact.
  2. It will ask the caller questions about their issue, and follow any other custom instructions configured in the admin panel.
  3. It will log all information in the ticket, and then end the call.

The Inbox & Admin Panel Experience

Inbox

When Voice AI creates a ticket, it includes:

  • The company and contact of the caller
  • A full transcript of the call

This allows your team to quickly understand the context and respond effectively without needing to replay the conversation.

The Admin Panel

You can monitor Voice AI activity in real time under Voice → Dashboard in the Thread Admin Panel.

From here, you can:

  • View all calls handled by Voice AI
  • Review key details such as timestamps and caller information
  • Access a full recording and transcript of each call

This visibility provides insight into performance, ensures quality control, and helps you fine-tune your Voice AI configurations.

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